The document is a student project report on customer service. It discusses customer service provided during a visit to a shoe store for a school project. It defines internal and external customers with examples. It analyzes the basic needs of customers like friendliness, understanding and information that were met by the salesperson. The expectations of help and good communication during the visit were satisfied. The report evaluates the author's own attitude towards serving customers and how they would improve the service provided.

1. Introduction
 Name:- Aftab ansari
 Course:- HTCS
 Batch:- E3(2014-2015)
 Assessors name :- MS Rita Thakur
 Center:- Shimla

2. Acknowledgment
 I would like to express my special thanks of gratitude to
my teacher MS MS Rita Thakur who gave me the golden
opportunity to do this wonderful project on the topic
customer care, which also helped me in doing a lot of
Research and I came to know about so many new things
I am really thankful to them.
Secondly I would also like to thank my brother and
friends who helped me a lot in finishing this project
within the limited time.
I am making this project not only for marks but to also
increase my knowledge .
THANKS AGAIN TO ALL WHO HELPED ME.

3. Introduction
 The art of customer is a gift with in all of us which
need to be fine-tuned, similar to a musical
instrument being tuned before a programmer . But
how does one tune his art to be the best in the
profession.

4. 1.Define customer and customer service. Describe
external and internal, with the example from project
work.
CUSTOMER :-
customer is the person or
organization that a marketer believes will
benefit from that goods and service offered by
the marketer organization.

5. EXTERNAL CUSTOMER:-
external customer is
that who use your comfrey or services. But is not
a part of your organization.

6.  INTERNAL CUSTOMER:-
internal customer is any member
of your organization n who relies on assistance
from outside to full fill his job duties.

7. Project work……….
when I went in shop there are
many salesman. When I enter the shop.
The gatekeeper welcome to me. And do
keep smile and smile. After gatekeeper
I mat with sales man he is very good
sales man. First he ask `may I help you
sir` with smile face I said yes sir. Can
you show me canvas shoe. He suggest me
this time is snow fall time. Canvas shoe is
not work in the snow. You try the sports
shoe that is best for snow. Then he is
started to show many shoe I select the shoe.
Then I said thank you sir. THEN HE KEEP
SMILE AND SAID VISIT AGAIN SIR……..

8. 2. ANALYZE AND DISCUSS THE BESIC NEEDS OF A CUSTOMER AND PRESENT
YOUR FINDING ON THE SAME FROM THE PROJECT THAT YOU DONE.
Friendliness
Understanding and empathy
Fairness
Control
Optionally
Attentive
Informational

9. According to my field work the needs that will full fill
were:-
 Friendliness
 Understanding and empathy
 Fairness
 Information
Good information provide us and good understanding
during the project work and may I help you and nice
meet to you polite behavior in with us. Our basic
needs is full fill.

10. M2.discuss the different ways your expectation as a
customer were met during your visit to the respective
outlet, focusing of customer satisfaction. Correlate
customer expectation, customer satisfied and further,
customer delight in the process.
When we went during the project work our
expectation are:-
 Help
 Good communication
 Good information
 Understanding
Yes we are satisfied in during project work in Punjab national
bank because p.n.b employees are help us good information
and understanding. Employees are very polite talking with us.
So we are satisfied in during project work.

11. M3.What do you think customer perception is related
to service evolution?
As a customer perception is a good realized service.
Advertisement p.n.b is right as a customer because
good information provide us and doing us a favor by
giving us an opportunity to do so.

12. D1. asses the different customer service provide that you
noticed during your project work. Evaluate your own
attitude towards serving another human being.
There were not such skill that I observed during my
project work.
if I were to serve other I
would firstly welcome and greet all
customer with a smile. I would help the
customers with all there quarries. I
would be emphatic , patient and an
active lessened .

13. D2.If you were in the place of the service provider that
you noticed in the project, how differently would you
render service to your customer?
I would firstly welcome them at the entrance and
great them with a smile. Help them with all their
quarries and communication well with them . I
would be emphatic, solve all there problems.

14. D3.what changes would you try? Brining in and how
differently would you implement the some.
I would be patient and helping. I would solve
their problems be empathetic and would have all the
information regarding the product. I would make the
customers comfortable.

15. I would like to conclude saying that a
customer who comes into a bank and restaurant
should never be avoided or left unattended become
that way we would loose our customer.

16.  www.google.com
 www.ask.com
 Pan jab national bank
 Class notes giving by Rita thakur mam
 Restaurant
 woodland